FAQ

You can click on any question below that is relevant to your query to get further information and step-by-step instructions.

MY ORDER AND DELIVERY
How long will it take for my order to arrive?
If there is a problem with my order who do I contact?
How can I track my order?
How much will postage and packaging cost?
Which courier company does David Lawrence use?
Does David Lawrence offer international delivery?
Can I change the address of my delivery?
Can I change or cancel my order?

RETURNS & EXCHANGES
What is the policy on exchanges and refunds?
How will I know David Lawrence has received my returned items?

FINDING A PRODUCT
I have seen an item in a magazine – how can I find out which store it is in or when it will be available?
Is everything I have seen in David Lawrence stores also available online?
What do I do if the item I want is not online?
Will you be restocking a certain garment?

SHOPPING ONLINE
How do I order online?
When will I be charged for my order?
Do I need to set up an account with David Lawrence to shop online?
What cards does David Lawrence accept for payment?
What currency does David Lawrence use?
Can I buy or use gift vouchers online?
Can I redeem my Privilege rebate online?
I've forgotten my password, how do I get a new one?
Why does the item say it is unavailable when I get to the checkout?
How secure is my credit card and personal information?
I have a discount or promotion code, how do I use it? How can I find out what size I need?

USING THE WEBSITE
What is the best way to view the David Lawrence website?
Does David Lawrence use cookies on the website?
Will I be able to use the site if I have disabled my cookies in my browser?

DAVID LAWRENCE PRIVILEGES
How can I find out how many Privilege points I have?
My David Lawrence Privileges Loyalty card has been lost or stolen. How do I get a replacement?
What do I do if I have more than one member card?
I am a Privileges member but I'm not receiving emails?
How do I update my details?
I have registered/bought online previously but I'm not receiving any emails?

DAVID LAWRENCE STORES
Does David Lawrence offer a lay-by service?
Does David Lawrence hold items?
How do I contact customer care?
How do I find my closest store?
How do I obtain a position at David Lawrence?


MY ORDER AND DELIVERY

How long will it take for my order to arrive?


We aim to get your order to you as soon as possible. Orders are processed and dispatched daily, except for weekends and public holidays. Any order placed on a weekend or public holiday will be processed and sent the next business day. We will endeavour to have your items sent to you as per our delivery time frame. If there are any problems with delivery of your order, we will contact you via email and/or phone as soon as possible to let you know.

Australia
Below are approximate Australia Post delivery times:
Sydney Metro - next day delivery, Melbourne & Brisbane Metro - 2 business days, Adelaide Metro - 3 business days, Perth & Darwin Metro - 4 business days and Tasmania - 4 business days. For all regional orders - the delivery time will take slightly longer depending on the state and region.

International and New Zealand
International orders are couriered with Fedex and generally take 3-10 days to reach New Zealand. For all other countries it may take up to 21 days for your order to be received depending on your country's customs process. More details on International delivery can be found on our delivery page.

The above delivery times should be used as a guide only and during peak periods, such as Christmas and New Year, there may be additional delays – where we are advised of any increase in delivery times we will clearly display these on our delivery page.

Once your order has been dispatched you will be sent an email with an Australia Post tracking number that can be used on http://auspost.com.au/track/track.html to track your order. For international orders, you will be sent an email with a FEDEX tracking number, please visit http://www.fedex.com/au/ and enter in the tracking number where prompted.
If your order has not arrived within 7 working days or you have any queries relating to delivery, please email us at customercare@davidlawrence.com.au or call us on 1800 100 366 (toll free if calling in Australia), 0800 766 774 (toll free if calling in New Zealand) or +61 2 8080 9091 (if calling from overseas) Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW). All orders must be signed for, where Australia post is unable to obtain a signature they will leave a card with further details on how to receive your parcel.

If there is a problem with my order who do I contact?

If there is a problem with your order contact us or email us directly at customercare@davidlawrence.com.au

How can I track my order?

Once your order has been processed you will be sent an email with an Australia Post tracking number that can be used on http://auspost.com.au/track/track.html to track your order. For international orders, you will be sent an email with a FEDEX tracking number, please visit http://www.fedex.com/au/ and enter in the tracking number where prompted. Alternatively you can call the online store on +61 2 8080 9091 or (toll free in AUS) 1800 014 826, or email customercare@davidlawrence.com.au for assistance.

How much will postage and packaging cost?

We currently offer complimentary delivery on all orders  within Australia and New Zealand. There is a $25AUD charge for international shipping.

Please note that to be able to get your items to you as quickly as possible we may send your items to you in two parcels; we will let you know via email if your order is one of those that we send via multiple parcels. You will not be charged for additional deliveries.

Which courier company does David Lawrence use?

We use Australia Post for delivery within Australia. David Lawrence uses Fedex for international shipping.

Does David Lawrence offer international delivery?

Yes. International orders are couriered with Fedex and it may take up to 21 days for your order to be received depending on your country's customs process. The cost of delivery outside of Australia and New Zealand is $25 AUD. More details on International delivery can be found on our delivery page.

Can I change the address of my delivery?

If you have just placed an order and need to change your delivery address please call us as soon as possible after you have placed the order on 1800 100 366 (toll free if calling in Australia), 0800 766 774 (toll free if calling in New Zealand) or +61 2 8080 9091 (if calling from overseas) Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW) or you can send an email to customercare@davidlawrence.com.au  
If you have moved house or want to update your delivery address, visit the David Lawrence website and go to the sign in/register page to amend your delivery address details.


Can I change or cancel my order?

Cancelling your order

Once you have paid for your order online you may still be able to cancel your order before it is dispatched. To do this you will need to contact us as soon as you can after you have placed the order. Please call us as soon as possible after you have placed the order on 1800 100 366 (toll free if calling in Australia), 0800 766 774 (toll free if calling in New Zealand) or +61 2 8080 9091 (if calling from overseas) Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW) or you can send an email to customercare@davidlawrence.com.au If your order has been dispatched before we receive a cancellation request you will need to return the items to us when you receive them in order to receive a refund. Please refer to our returns policy for more details and a step-by-step guide on how to return your items to our online store or one of our physical standalone stores. We offer free returns by post within Australia and you can also return your items to any one of our David Lawrence standalone Australian stores. Unfortunately our Outlet stores, concession stores in Myer and David Jones, and our stores in New Zealand will not be able to offer you a refund or exchange.

Changing your order
Unfortunately you will not be able to change your order, or any of the items within your order, including sizes and colours, prior to dispatch. The order will be sent to you and then you will have to return it. Please refer to our returns policy for further information. Please refer to our returns policy for more details and a step-by-step guide on how to return your items to our online store or one of our physical standalone stores. We offer free returns by post within Australia and you can also return your items to any one of our David Lawrence standalone Australian stores. Unfortunately our Outlet stores, concession stores in Myer and David Jones, and our stores in New Zealand will not be able to offer you a refund or exchange.

RETURNS & EXCHANGES

What is the policy on exchanges and refunds?


If you are not completely satisfied with your purchase, refunds and exchanges are welcome subject to the conditions stated in our returns policy. David Lawrence is happy to exchange or refund for change of mind on full priced items within 30 working days of receipt of your order. Please refer to our returns policy for more details and a step-by-step guide on how to return your items to our online store or one of our physical standalone stores. We offer free returns to any one of our David Lawrence standalone Australian stores and we also offer free returns by post within Australia. Unfortunately our concession stores in Myer and David Jones and our Outlet stores will not be able to offer you a refund or exchange. For all ‘change of mind’ purchases all items must be in the original conditions as purchased, with labels, tickets attached. You will be refunded back to your original method of payment. If you placed your order using a gift voucher as your method of payment you will be sent a credit/gift voucher as soon as the return has been processed. If you placed your order using your rebate/privilege points, these will be credited back to your membership account within 1-5 working days.

SALE - We do not offer refunds on sale items for ‘change of mind’ or items which are not the correct size for you so please select your sale purchases carefully and use our size guide for more details on measurements. If the sale item is faulty or not as described we will happily provide a refund or exchange.

We also do not offer a refund or exchange for ‘change of mind' purchases on swimwear, underwear, cosmetics or pierced earrings.

How will I know David Lawrence has received my returned items?


David Lawrence will email you to let you know when your returned item(s) have been received at their Online Store, as well as provide details about an exchange if you have requested one. If you are not returning within Australia we do recommend that you use a tracking option on your parcel as we will not be able to trace your parcel for you.
Once you receive confirmation that David Lawrence has received your item(s) please allow up to 2 weeks for any refund to credit your account.
If you are within Australia and would like to track delivery of your return parcel back to David Lawrence simply visit http://auspost.com.au/track/ and type in the tracking number. (Your tracking number is called an ‘AP article ID’ and this can be found on the attached post returns label next to the barcode.)In the unlikely event that you don't receive an email from us advising you of next steps with regards to your refund or exchange within 10 days of posting your parcel to us, please get in touch with our Customer Care Team and we'll get back to you as soon as possible.

FINDING A PRODUCT

I have seen an item in a magazine – how can I find out which store it is in or when it will be available?


Please email us at customercare@davidlawrence.com.au and let us know the name of the magazine you saw it in, the approximate date you saw the item and provide us with a description so we can provide more information as quickly and easily as possible. Alternatively, you can call us on 1800 100 366 (toll free if calling in Australia), 0800 766 774 (toll free if calling in New Zealand) or +61 2 8080 9091 (if calling from overseas) Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW) to provide us with these details.

Is everything I have seen in David Lawrence stores also available online?

The David Lawrence online store has everything that is available in our physical stores. If you would like to enquire about an item you have seen in one of our stores but have not been able to find online, please contact us with details of the item you liked and the store you saw it in, via email to customercare@davidlawrence.com.au or call us on 1800 100 366 (toll free if calling in Australia), 0800 766 774 (toll free if calling in New Zealand) or +61 2 8080 9091 (if calling from overseas) Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW).

What do I do if the item I want is not online?

Our most popular products will run out very quickly online. Please call us on 1800 100 366 (toll free if calling in Australia), 0800 766 774 (toll free if calling in New Zealand) or +61 2 8080 9091 (if calling from overseas) Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW) and we will be happy to help you try find the item in a store near you. Unfortunately at this time we do not offer a service where we can post the item from one of our stores - we will not be able to ship the item from our store to you. 
Alternatively, you can go into your local store and see if the item is available in-store. Find your nearest store using our store locator.
If you have seen an item in a magazine or another website it may be that the item is not available to purchase yet. If you would to find out more details about an item you have seen in the press, or find out when the item will arrive online or in stores, please contact us via email to customercare@davidlawrence.com.au or call us on 1800 100 366 (toll free if calling in Australia), 0800 766 774 (toll free if calling in New Zealand) or +61 2 8080 9091 (if calling from overseas) Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW) and we will be happy to help you.
We do add new items every week, as well as replenish some items, so do keep checking back as we may get more stock in or you might find something similar to the item you liked.

Will you be restocking a certain garment?

Sometimes selected items within our current collection that have already sold out may arrive back in stock. Please email us at customercare@davidlawrence.com.au with your favourite requests. If possible, please include the style number as this will ensure we have the right information to find the item you are looking for. The style number can be found on the care label inside the garment.
You can also subscribe for David Lawrence updates and be the first to know about new arrivals, updates on the latest trends, exclusive previews and more.

SHOPPING ONLINE

How do I order online?


Simply click on the item you wish to buy, select the size and colour required and click 'add to bag'. You can then continue shopping and add additional items to your bag or click 'Buy Now'. Once you have finished selecting the items you would like to buy, click on ‘Go to checkout’ on the product page or click on the shopping bag in the top right hand corner of the screen. To purchase a product on the website, you first need to sign up to become a member, which you can do at the checkout. Please note; you will need your credit card (we accept Visa, Mastercard or AMEX) or paypal account details to place your order. For orders being placed overseas we accept AMEX or paypal payment methods only.

When will I be charged for my order?

If your card is authorised, payment will be taken when the order is placed and you will receive an email confirming that your order has been successful.

Do I need to set up an account with David Lawrence to shop online?

Yes. Setting up an account will allow you to order without having to fill in your details every time you shop with us as well as give you benefits such as regular newsletters, and (our favourite bit) exclusive discounts and special offers.
We’ll also automatically sign you up to our David Lawrence Privilege Rewards loyalty program when you set up an account online.
You can
sign up right now, or you can start shopping straight away and set your account up when you checkout, whichever suits you best.

What cards does David Lawrence accept for payment?

We accept credit card payments using VISA, MasterCard or AMEX. We also accept VISA and Mastercard debit cards and payments made via Paypal. Your card will be debited once the order is placed. Please note the transaction will appear on your statement as David Lawrence or Webster Holdings (our parent company). At this time we are unable to process payments from other EFTPOS cards. For orders being placed overseas we accept AMEX or Paypal payment methods only.

What currency does David Lawrence use?

All prices have a default display in Australian Dollars, including GST.

Can I buy or use gift vouchers online?


Currently Gift Vouchers are available to purchase or redeem both online and in our standalone stores. Unfortunately at this time you are not able to use Gift Vouchers at Outlet Stores or at any one of our stores within Myers or David Jones Department Stores.
Gift vouchers are available in $50 and $100 denominations - to purchase a gift voucher (which you can redeem online or in any of our standalone stores) please click here.
To use your gift voucher online simply enter in the gift voucher number when prompted at the checkout. Any gift voucher purchased in one of our standalone stores can be redeemed both online or in-store. Vouchers are non-transferable and cannot be redeemed for cash. Vouchers are valid for a twelve month period. After this period they will expire and no longer be redeemable. Vouchers should be treated like cash. Lost or stolen vouchers are not replaceable.

Can I redeem my Privilege rebate online?

Yes. When you have accumulated points and a rebate is available for redemption, you will see a pop up at the checkout advising you that your rebate has been automatically applied to your order.

I've forgotten my password, how do I get a new one?

If you have added all the items you want to the checkout you can click on the ‘Forgot Password’ when you get to Step 1. of the checkout process and follow the prompts to set up a new password. You can also visit the
sign in/register page to set up a new password. A new password will be sent to your email address. If you do not receive this login details reminder email (which will include your password) within a few minutes please check your ‘junk’ folder before contacting us.  If you would like help from one of our customer service representatives at any point please email customercare@davidlawrence.com.au or call us on 1800 100 366 (toll free if calling in Australia), 0800 766 774 (toll free if calling in New Zealand) or +61 2 8080 9091 (if calling from overseas) Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW).

Why does the item say it is unavailable when I get to the checkout?


Unfortunately when you add items to ‘My Bag’, this does not mean they are reserved. The items will be available for anyone to purchase until they have been checked out and purchased. Please contact customercare@davidlawrence.com.au or call us on 1800 100 366 (toll free if calling in Australia), 0800 766 774 (toll free if calling in New Zealand) or +61 2 8080 9091 (if calling from overseas) Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW) if you have any questions.

How secure is my credit card and personal information?

Your security while shopping online with David Lawrence is extremely important to us, and we have taken all reasonable measures to ensure that your credit card and personal details are kept safe at all times.
All pages that require you to enter your personal information or payment details on our site are secure, using 128 bit SSL encryption.
To ensure that the page you are viewing is secure, look for a padlock icon in your browser, this verifies the authenticity and validity of our website security.
Please refer to the David Lawrence privacy policy for further information.

I have a discount or promotion code, how do I use it?

Make sure you type your code into the ‘promotion box’ which you will find the entry box on the ‘my bag’ page when you get to the checkout. Select ‘confirm and pay’ or click 'refresh totals' to apply the offer or promotion to your order.
If you do not apply your code at this point we can't apply it to the same order later on or once you have placed the order (though you might be able to use it on a subsequent order).
Please note only one promotion code can be used per order.
Please always check further terms and conditions supplied with the offer or promotion.

USING THE WEBSITE

How can I find out what size I need?

If you are not sure which size is best for you take a look at our
Size Guide, which can also be found on every product page.

What is the best way to view the David Lawrence website?

David Lawrence Online has been developed to look great with a resolution of 1024 x768 with both Windows and Macintosh operating systems. We support a range of browsers including Safari, Firefox and Microsoft Internet Explorer versions 6, 7 & 8 using Adobe flash player 9.45 and above.

Operating System: Windows 2000, XP
Recommended Browsers: Explorer 6/7 & 8 and Firefox 3.0

Operating System: Macintosh OSX 10.2 and above
Recommended Browsers: Firefox 3.0 and Safari 3

If you choose to use an operating system or browser not listed you may experience viewing difficulties.

Does David Lawrence use cookies on the website?

The David Lawrence websites uses cookies to record a unique reference on your computer. This means that we can recognise your computer when you access and log into your account with your user name and password. The use of cookies allows us to remember the goods that you placed in your shopping bag as well as stores basic information to make your shopping experience online quicker and easier. Our cookies do not remember your credit card details.

Will I be able to use the site if I have disabled my cookies in my browser?

You may experience technical difficulties in using our website if you have disabled cookies. If you have disabled JavaScript you will not be able to use this website. You can alter your cookie and JavaScript settings in your browser's preferences which are usually found in the Edit menu.

DAVID LAWRENCE PRIVILEGES

How can I find out how many Privilege points I have?

Online –
Sign in to your online account or register for a new account by entering the fields requested. Visit the my account section and you will be able to see your points. Once you have registered and created a password, keep this in a safe place so you can view your points online at your convenience. It will usually take up to 24 hours for your points to show online but In some cases it may take up to 72 hours for your points to be updated after a purchase.

In-store – Your points balance will be printed on the bottom of your receipt each time you make a purchase in-store. Alternatively, ask one of our friendly staff members in-store and they will be able to help you.   

My David Lawrence Privileges Loyalty card has been lost or stolen. How do I get a replacement?

Simply visit any David Lawrence store and we will arrange for a replacement card to be sent to you. Currently, when you register for David Lawrence Privileges online you will not receive a card but your membership number will be ‘held’ in your account online for you so that you can continue to enjoy all the benefits of being a David Lawrence Privileges member online.
 

What do I do if I have more than one member card?

It is important to only ever use one Privileges member card to ensure you are earning correct points. If you have more than one, please contact us  and we will merge the cards together.

I am a Privileges member but I'm not receiving emails?

Simply
sign in to your account online and update your profile with your correct email address and make sure you tick the box at the bottom saying ‘Please send me updates & promotions via email’. Please contact us at customercare@davidlawrence.com.au stating your correct email address and we will ensure you have been set up correctly in our system.

How do I update my details?

Simply
sign in to your account online and update your details in the my account area or contact Customer Care at customercare@davidlawrence.com.au You will need to supply your current details as well as the details you wish to change.

I have registered/bought online previously but I'm not receiving any emails?

Sign in to your account and select ‘email preferences’. Update your account with your correct email address and make sure you tick the box at the bottom saying ‘Please send me updates & promotions via email’. Alternatively contact us via email at customercare@davidlawrence.com.au with your details and we can confirm we have your correct email address in our system.

DAVID LAWRENCE STORES

Does David Lawrence offer a lay-by service?

Lay-bys are not available in-store or online.

Does David Lawrence hold items?

Unfortunately you cannot ‘hold’ or reserve products online.

How do I contact customer care?

Simply visit our contact us page to send an email or you can email us directly at customercare@davidlawrence.com.au You can also contact us by phone on 1800 100 366 (toll free if calling in Australia), 0800 766 774 (toll free if calling in New Zealand) or +61 2 8080 9091 (if calling from overseas) Monday to Friday, between 9am and 5pm Australian Eastern Daylight Time (NSW) and we will be happy to help you.

How do I find my closest store?

With stores across Australia and New Zealand, you are sure to have a store near you. Simply visit our
store locator which will show you the stores located closest to you.

How do I obtain a position at David Lawrence?

If you are interested in working for us please refer to our
careers section for more information.